Orange moving call centres TO INDIA

baldelectrician

Orange are moving call centres away from the UK (quielty)

I renewed my contract just over a year and a bit ago as I was happy that Orange are bringing the overseas call centres back to the UK

Fast forward to this week- I call CS about a network issue and get put on hold as you are ‘too busy to answer .. high call volumes etc’ this has happened EVERY time I have phoned in the past few weeks.

They seem to have cut a fair number of call handling staff- is this true ?
I noticed the fanfare for “Orange has announced that it is set to bring jobs back to the UK from Indian call centres.” Which seemed good news.

There were fond memories of how it used to be when you spoke to a person in the UK within a few rings.

Yesterday I was informed that as the merger of Orange and T-Mobile presses ahead they are now sending calls to India (and customers away from Orange / T-Mobile).

The merger of Orange and T-Mobile should be a bonus for them as they can consolidate all their call centre staff in the UK.
Apart from the language barrier I have great concerns about my data going to India- I refer to the channel 4 programme about the illicit selling of UK customer data to unscrupulous individuals

Orange Company Representative please advise me why I now get India over 90% of the time I call Orange?
Will this continue?

I have pm'd the Orange Company Representative to make them aware

baldelectrician

Not on BBC News

300 jobs to go at Orange call centre in Bristol

It obviously started last year as the article was made on Wendesday 13th January 2010

NFH

Judging from my recent calls to Orange, they seem to be moving their Asian call centre from India to the Philippines. Compared to their Indian colleagues, I find them much more helpful with a "can do" approach, more friendly, more polite and the language barrier is a lot lower too. It's an improvement but the UK would be much more preferable. I'm always pleased if I get through to Plymouth, as they're the most helpful and competent of all.

I don't know where Orange gets its Indian call centre staff from, but the quality is a lot lower than other companies with Indian call centres.

Jon_01

Orange are shedding staff like there no tomorrow, whole depts are being 'let go' and the work outsourced. Oddly, T moble 'appear' to untouched ?

Expect problems everywhere in about 6 months.

mobilejunkie

Maybe T-Mobile are "untouched" because they were awful to start with - and nearly every time you call you DO end up in India!

tazdevil01985

mobilejunkie wrote: »

Maybe T-Mobile are "untouched" because they were awful to start with - and nearly every time you call you DO end up in India!

Its not India its Manila where all the new call centres are going. India is getting expensive. The Call centre in Bristol was due to several factors lease was up joint venture and also had spare capacity in other sites

mobilejunkie

Maybe - but I was specifically talking about T-Mobile. The call Centre and Philippines references above were talking about Orange.

Jon_01

tazdevil01985 wrote: »

Its not India its Manila where all the new call centres are going. India is getting expensive. The Call centre in Bristol was due to several factors lease was up joint venture and also had spare capacity in other sites

Very true, but the staff at Bristol had been told for over 18 months that if the lease wasn't going to be renewed the call centre would be moved to another site in Bristol.
Come the wonderful merger they all get pulled into a meeting and are told that the lease won't be extended and that the call centre was going to closing.
Shows how the new management value their staff. . .

tazdevil01985

Jon_01 wrote: »

Very true, but the staff at Bristol had been told for over 18 months that if the lease wasn't going to be renewed the call centre would be moved to another site in Bristol.
Come the wonderful merger they all get pulled into a meeting and are told that the lease won't be extended and that the call centre was going to closing.
Shows how the new management value their staff. . .

Not at all ! As you said that whole departments have gone where T Mobile have outsourced Orange seem to be following T Mobiles every lead ! I think most of the CS staff "assumed" that it would be relocated however it was fairly obvious that it wasnt going to happen

tazdevil01985

mobilejunkie wrote: »

Maybe T-Mobile are "untouched" because they were awful to start with - and nearly every time you call you DO end up in India!

It does seem Orange might have taken the brunt I have been hearing 2/3rd to 1/3rd not sure if this is true. Its about 1500 staff in total

mobilejunkie

Then T-Mobile is dragging Orange down to it's level.